Complaint Investigation and Resolution | Managing Complaints
Improve the effectiveness and consistency of managing complaints.
- TAHC&H Event | HCSSA Administrator Conference | Recorded for On-Demand Access
- Presentation Date | November 16, 2021
Program Description: Learn to improve the effectiveness and consistency of managing complaints and how to use quality assessment/performance
improvement (QAPI) to manage and reduce such complaints. Develop person-centered approaches and explain how perception can be an ally or foe in reducing client complaints.
HCSSA Topic(s) Addressed:
- §558.259[d]agency responsibilities
- §558.259[d]complaint investigation and resolution
- §558.260[a]basic principles of management in a licensed health-related setting
- TX HCSSA Administrator/Alternate Continuing Education
- Continuing Education for Nurses
- 1.0 Contact Hr(s)
- This program awards CNE until 11.16.2023
Texas HCSSA CE Approval Statement
This program meets continuing education requirements for Administrators and Alternates under Texas HCSSA licensing regulations.
Nurse CE Approval Statement
Texas Association for Home Care & Hospice is an approved provider of continuing nursing education by Louisiana State Nurses
Association, an accredited approver by the American Nurses Credentialing Center’s Commission on Accreditation. LSNA Provider No. 4002151
Requirements for Successful Completion
To receive continuing education credits for this online presentation participant must view the entire online presentation, complete an evaluation, and post-test attestation.
Reporting of Perceived Bias
Bias, as defined by the American Nurses Credentialing Center’s Commission on Accreditation (ANCC COA/LSNA) is the “tendency or inclination to cause partiality, favoritism, or influence.”
Commercial bias may occur when a CNE activity promotes one or more product(s) (drugs, devices, services, software, hardware, etc.). This definition is not all inclusive and participants may use
their own interpretation in deciding if a presentation is biased. The ANCC COA is interested in the opinions and perceptions of participants at approved CNE activities, especially in the presence
of actual or perceived bias in continuing education. Therefore, ANCC invites participants to access their “ANCC Accreditation Feedback Line” to report any noted bias or conflict of interest in the
education activity. The toll free number is 1(866) 262-9730.
TAHC&H Faculty/Presenter(s): Kay Hollers, RN, MPH | Independent Consultant| HealthCare ConsultLink
About the Presenter(s):
Kay Hollers is well known to TAHCH audiences as she has been an active member or associate
member since her return to Texas in 1985. Kay holds a Bachelor of Science degree from the University of Texas with a major in Nursing and a Master’s Degree in Public
Health from the University of Texas School of Public Health. She also earned a post-master’s Specialist Certification in Health Care Evaluation from Wayne State
University College of Nursing in Detroit. Kay taught Public Health Nursing at Michigan State University and has practiced in and consulted with home health and
hospice agencies large and small, public and private. She currently is a consultant with HealthCare Consultlink. Kay likes to share her experiences and knowledge
with audiences and has been a frequent presenter for TAHCH conferences and seminars.
 Complaint Investigation and Resolution | Managing Complaints